The silent dealbreaker: Why clients leave good accountants

Guest editorial by Petar Iliev

There’s a shift happening in accounting and your clients are leading it.

According to TaxDome's recent Client Satisfaction Report, a survey of 1,000 accounting clients, only 48% of clients say they're fully satisfied with their accountant. That means more than half are open to switching, even when the work itself is technically accurate.

The message is clear: firms aren’t being chosen just for what they deliver, but for how they deliver it.

What a great client experience actually looks like

When asked what makes them feel satisfied, 77% of clients pointed to one thing: their accountant uses technology in a way that simplifies their life.

They want fewer back-and-forth emails, real-time visibility into what’s happening, and one secure place to get things done.

Speed matters. In fact, one in five clients said they’d pay up to 50% more for faster service. But clarity, simplicity, and convenience are what truly move the needle.

How you can build an experience clients remember

Understanding what clients want is only step one. The firms that thrive are the ones which turn those insights into action, building processes that feel effortless on both sides.

Here’s how they’re doing it:

They bring everything into one place. When communication, documents, e-signatures, and payments live in one place, there’s less confusion, fewer delays, and far fewer “just checking in” emails.
They keep clients in the loop without extra effort. Automated reminders, visible job statuses, and real-time progress tracking keep the work moving and the client informed.
They let clients work on their own schedule. Mobile-friendly tools are the baseline. Clients want to complete tasks from anywhere, at any time.
They make it easy to pay. Integrated billing removes friction. Clients shouldn’t have to jump between systems just to settle an invoice.

These small shifts create a noticeable difference. They show clients that your firm is built around their needs, and that builds trust.

What 1,000 clients told us about their expectations

To understand what today’s clients really expect, we went straight to the source. Our Client Satisfaction Report reveals insights from 1,000 real clients: what keeps them loyal, what drives them away, and how they evaluate the firms they work with.

Want to see how your client experience stacks up? Download the full report or watch our webinar for practical strategies you can put to work immediately.

Because expectations aren’t rising. They’ve already risen.

As Chief Revenue Officer at TaxDome, Petar Iliev leads with a clear focus: helping accounting firms grow by creating client experiences that drive loyalty and long-term value. Under his leadership, TaxDome has become the go-to platform for over 10,000 firms — not just for workflow efficiency, but for empowering firms to deliver the kind of client experience that sets them apart.